October 2004 - otrs - OTRS mailing lists

Some issues from upgrading
by Espen Stefansen 07 Oct '04

07 Oct '04

Hi I just upgraded otrs from 1.2.3 to 1.3.1 and everything works fine, except for some minor issues. These error messages shows up in the log. When i try to get some stats, it shows up empty and i get this error message: OTRS-CGI-10[9090]: [Error][Kernel::System::Ticket::HistoryTicketStatusGet][Line:2717]: ERROR: Bad timestamp external representation '2004-09-31 23:59:59', SQL: 'SELECT DISTINCT(th.ticket_id) FROM ticket_history th WHERE th.create_time <= '2004-09-31 23:59:59' AND th.create_time >= '2004-09-01 00:00:01' ORDER BY th.create_time DESC LIMIT 50000' The other issue is when i search after customers, then i get this error message: OTRS-CGI-10[9477]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! But the search itself works fine. Anybody got some clues about these issues? Regards Espen Stefansen

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RE: [otrs] Duplicate reoccuring e-mails
by Eric Assouad 07 Oct '04

07 Oct '04

Perhaps that discription was a little confusing. Basically, two e-mail messages just keep reappearing in our postmaster queue around midnight. The messages were originally sent on 9/1 and now they keep reappearing as if they are new tickets. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Assouad Sent: Wednesday, October 06, 2004 4:36 PM To: otrs(a)otrs.org Subject: [otrs] Duplicate reoccuring e-mails Hello, Love the OTRS system, but on 9/1/2004 we are getting a couple e-mails that keep reappearing. One e-mail is a new e-mail and another is a response. Both are from the same person. The message reappears around midnight every night, but that is not the original time the message was sent. We have a mapping set up to pull messages from outlook every five minutes. I disabled the mappin to make sure outlook was not the problem. Even with the mapping disabled, the message still appear. Any ideas on what is wrong or where I can look to fix this issue.'' Thanks! Eric

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Add date/time to the ticket
by Jerome Schevingt 07 Oct '04

07 Oct '04

Hi Actually, i have a small difficult for install the version 1.3.1, but i run on 1.1.3 .... Can i add to the auto-answer the date and the time on the ticket ? bye

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OTRS 1.3.1 on Windows
by Tissot, Thierry 07 Oct '04

07 Oct '04

Hello, As any body already install the latest release of OTRS on a Windows 2000 Server system ? And if so how to do that. Thanks Thierry

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Install Help Please ;=)
by Jerome Schevingt 07 Oct '04

07 Oct '04

Hi i start the installation of Otrs 1.3.1 and i have a small errors when i want add a new technicien user : [Thu Oct 07 15:13:39 2004] [error] [Thu Oct 7 15:13:39 2004] -e: cannot redirect stderr to stdout: Bad file descriptor at /opt/otrs//Kernel/System/CheckItem.pm line 62\n anyone know this error ? Thanks bye

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Duplicate reoccuring e-mails
by Eric Assouad 06 Oct '04

06 Oct '04

Hello, Love the OTRS system, but on 9/1/2004 we are getting a couple e-mails that keep reappearing. One e-mail is a new e-mail and another is a response. Both are from the same person. The message reappears around midnight every night, but that is not the original time the message was sent. We have a mapping set up to pull messages from outlook every five minutes. I disabled the mappin to make sure outlook was not the problem. Even with the mapping disabled, the message still appear. Any ideas on what is wrong or where I can look to fix this issue.'' Thanks! Eric

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multiple OTRS instances - on Apache 2.0 only?
by Pascal Gouttebel 06 Oct '04

06 Oct '04

Hi, I'm using multiple instances of OTRS on my test system and I had the same problem. The problem is that Apache and mod_perl keep in memory perl programs to increase performances. But, in this way, you can't have two instances because only one Confg.pm will be loaded by Apache. So, the solution is to force Apache to read the file each time you connect to OTRS. If you read the program <OTRS_HOME/bin/cgi-bin/index.pl>, you will see at the begining the line use Kernel::Config; The command "use" says that you will use the Kernel/Config.pm which is in memory. Replace this line by : do "/opt/otrs/Kernel/Config.pm"; The command "do" force Apache to reload the file each time. You must enter the complete path. In this way, Apache will reload the good Config.pm and you will have the good informations about databse. I don't know if it works with Apache 1.3, I use Apache2. Furthermore, after this modification, I had to add the session configuration in Config.pm to avoid some problem. I hope this could help you. Kind regards and good luck. Pascal Gouttebel - EPT Luxembourg Pascal_Gouttebel at ept.lu

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Customer Note Notifications
by Watts, Ken 06 Oct '04

06 Oct '04

Hello, I have seen many inquiries in the list archives regarding customer notifications when a Note is added to a ticket. I too have this requirement. I suspect that the module that needs to be modified is AgentNote.pm . Has anyone been able to successfully patch the system to do what is needed? A short note that states that the ticket has been updated would be sufficient. I don't want to spend a lot of time developing this if someone has already. Many thanks in advance! ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Ken Watts Technical Development Manager Commonwealth Industries, Inc

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Error Messege When Sending Mail
by Marshall28 06 Oct '04

06 Oct '04

Here's the error message I receive from OTRS after sending an e-mail message through OTRS. The message is still sent but this error comes up each time. Does anyone know how to get rid of this problem and what is occuring here? Wide character in syswrite at /usr/lib/perl5/5.8.1/Net/Cmd.pm line 430 attached is the the file Cmd.pm. thanks marshall

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Editing a ticket
by Daemon Behr 06 Oct '04

06 Oct '04

How can a ticket that has already been created be edited? I know how to do it from the customer view, but not the agent view?

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